Customer Connections Team Leader

About the role

Coliban Water is seeking an experienced Customer Connections Team Leader to oversee the delivery of water, sewer and recycled water connection services. Reporting to the Manager Rural and Urban Services, you will manage a team of field operators and coordinate contractors to ensure safe, efficient, and compliant service delivery in a 24/7 environment.

Key responsibilities

• Lead, coach and develop Customer Connections Field Operators, fostering a strong safety and performance culture.
• Coordinate contractors to achieve high‑quality outcomes across safety, customer experience, asset management and compliance.
• Plan, undertake and oversee maintenance, repair and rectification works for water, sewer and recycled water networks.
• Act as an escalation point for complex or sensitive customer matters.
• Ensure all works comply with relevant legislation, regulations, standards and policies.
• Build effective relationships with customers, plumbers, contractors, councils and internal stakeholders.
• Monitor service delivery performance, prepare reports and drive continuous improvement.
• Support roster management, standby arrangements and out‑of‑hours response.

Required profile

• Proven operational leadership experience in a regulated environment.
• Strong commitment to workplace safety, risk management and compliance.
• Ability to balance safety, customer outcomes and service reliability.
• Excellent communication and stakeholder engagement skills.
• Demonstrated capability to manage competing priorities and meet service targets.

Required skills

• Knowledge of water and sewer connection standards and processes.

What we offer

• Salary range $93,548 – $109,669 per year (as per Coliban Water Enterprise Agreement 2021) plus superannuation.
• Access to a work vehicle for commuter use.
• Applicable standby, industry, special and overtime allowances.